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Troubleshoot the Zendesk Support - NetSuite integration app

Araju Alam Patel
Updated

This article lists errors you might see in the Zendesk Support - NetSuite integration app's dashboard, with the cause and resolution for each. Find the error message you received, and follow its resolution. After you fix the cause, retry the failed records from the dashboard.

Zendesk authentication error

Symptom: A flow fails with {"error":"Couldn't authenticate you"}.

Cause: The Zendesk Support connection uses an authentication method that Zendesk no longer accepts. Zendesk requires OAuth 2.0.

Resolution:

  1. Open the Zendesk Support - NetSuite integration app, and go to Connections.
  2. For the Zendesk Support connection, select Actions elipses-button.png > Edit connection.
  3. For Auth type, select OAuth 2.0.
  4. Select Save & authorize, and then sign in to Zendesk and allow access when prompted.

You don't need to change your flows.

Field not found in source data error

Symptom: A User Sync flow fails with missing_param and the message The field xxx was not found in the source data.

Cause: The NetSuite contact's email address already belongs to a Zendesk user, and the flow isn't set to match records by email address.

Resolution:

  1. In the integration app, go to Settings > User Sync, and select Find NetSuite Contacts in Zendesk using email address.
  2. Go to Flows > User Sync, and select Mapping for NetSuite Contact to Zendesk User Add.
  3. Map email with a standard mapping, turn off Immutable (Advanced), and then select Save.
  4. Repeat steps 2 and 3 for NetSuite Contact to Zendesk User Update.

To test the fix, create a NetSuite contact with the same email address as an existing Zendesk user, and confirm that no duplicate user is created. To keep duplicates out entirely, add qualification criteria that skip contacts whose email already exists. For details, see Limit which NetSuite records sync.

Invalid organization or customer IDs for a sales order

Symptom: The NetSuite Sales Order to Zendesk Organization/User flow fails with Invalid Organization or customer Ids found for the sales order that we are trying to sync.

Cause: The flow's NetSuite saved search returns sales orders for customers that have no Zendesk ID, because they aren't synced to Zendesk.

Resolution:

  1. In the integration app, go to Flows > Financials Sync, and open NetSuite Sales Order to Zendesk Organization/User.
  2. Open the NetSuite Sales Orders Export, and make sure Saved search type is Public. Open the saved search in NetSuite from there.
  3. In the saved search, on the Criteria subtab, add a filter so that Zendesk ID isn't empty.
  4. On the Results subtab, add Zendesk ID as the customer ID.
  5. Select Save As to save a copy of the search with a new name.
  6. In the export, select the new saved search.
  7. Run the flow.

Invalid ID attribute error

Symptom: The NetSuite Customer Financials to Zendesk Organization flow fails with {"error":{"title":"Invalid attribute","message":"You passed an invalid value for the id attribute. Invalid parameter: id must be an integer from api/v2/organizations/update"}}.

Cause: Zendesk IDs longer than 12 digits come out of the NetSuite saved search as #### instead of the number.

Resolution:

  1. In the integration app, open the NetSuite Customer Financials to Zendesk Organization flow, and open its export.
  2. Next to Search internal ID, open the saved search in NetSuite.

  3. On the Results subtab, change the Zendesk ID column to:

    • Field: Formula (Text)
    • Formula: {customer.custentity_celigo_znc_zendesk_id}
  4. Save the search.
  5. In the integration app's dashboard, retry the failed records.

Invalid author ID attribute error

Symptom: The NetSuite Support Case Messages to Zendesk Ticket Comments flow shows {"title":"Invalid attribute","message":"You passed an invalid value for the author_id attribute. must be an integer"}, with no record details.

Cause: The author of the NetSuite message doesn't exist in Zendesk.

Resolution: No action is needed. The integration app retries automatically and posts the comment under the integration owner's name, so the comment is created. Because the retry succeeds, the error has no retry data.

File exceeded max size limit error

Symptom: Uploading documents to Zendesk fails with file with name undefined exceeded max size limit.

Cause: The file is larger than Zendesk accepts.

Resolution: Reduce the file size, and then upload it again.